Application Notes for PlantCML Sentinel with Avaya Communication Manager using Avaya Application Enablement Services Issue 1.0

Transcription

1 Avaya Solution & Interoperability Test Lab Application Notes for PlantCML Sentinel with Avaya Communication Manager using Avaya Application Enablement Services Issue 1.0 Abstract These Application Notes describe the configuration steps required for the PlantCML Sentinel 911 incident management solution to successfully interoperate with Avaya Communication Manager using Avaya Application Enablement Services. Information in these Application Notes has been obtained through compliance testing and additional technical discussions. Testing was conducted via the DeveloperConnection Program at the Avaya Solution and Interoperability Test Lab. 1 of 41

2 1. Introduction PlantCML Sentinel is a special packaged 911 incident management solution, developed for the Washington District of Columbia s Unified Communications Center. The integration with Avaya Communication Manager is achieved through the Application Enablement Services (AES), using the Telephony Services Application Programming Interface (TSAPI) and the Device and Media Control Application Programming Interface (API). The PlantCML Sentinel solution consists of a pair of redundant servers and multiple clients, as shown in Figure 1. The redundant server functions as an active standby, ready to take over from the primary server upon any failure. Although shown in the configuration, no specific failover scenarios were exercised as part of the compliance testing. In the solution, each 911 call answering agent has the Sentinel client software running on his/her desktop, with a TCP/IP connection from the client to the server. Figure 1: PlantCML Sentinel with Avaya Communication Manager using AES The Sentinel active server has a TSAPI connection to Avaya AES, and utilizes the TSAPI service to monitor Vector Directory Numbers (VDNs) and agents on Avaya Communication Manager. When an incoming 911 call is routed by Avaya Communication Manager and delivered to an available agent, the Sentinel active server utilizes the Automatic Numbering Identification (ANI) in the TSAPI event reports to look up the associated Automatic Location Identification (ALI) information, and populates the answering agent screen with both ANI and ALI. The ALI information is typically provided by an external ALI provider that the Sentinel active server interfaces with. For the compliance testing, the Sentinel server utilized an internal database to obtain the ALI information. 2 of 41

3 Each Sentinel client has both a TSAPI connection and a Device and Media Control API connection to Avaya AES. The TSAPI call control services are utilized by the Sentinel clients to support call related actions initiated from the agent desktops, such as log in, answer, and transfer calls. The Device and Media Control API services are utilized by the Sentinel clients to support single button activation of features, such as call park and call pickup from the agent desktops. 2. Equipment and Software Validated The following equipment and software were used for the sample configuration provided: Equipment Avaya S8700 Media Servers Avaya MCC1 Media Gateway TN799DP C-LAN Circuit Pack TN2181 Digital Line Circuit Pack Software Avaya Communication Manager 3.1.2, load HW01 FW017 NA Avaya Application Enablement Services 3.1.1, build 43.2 Avaya C363T-PWR Converged Stackable Switch Avaya C364T-PWR Converged Stackable Switch Avaya 6416D+ Digital Telephones NA PlantCML Sentinel Server 1.0 PlantCML Sentinel Client of 41

4 3. Configure Avaya Communication Manager This section provides the procedures for configuring Avaya Communication Manager. The procedures include the following areas: Verify Avaya Communication Manager License Administer IP node name for C-LAN Administer IP interface for C-LAN Administer data module for C-LAN Administer IP services for AES transport link Administer CTI link for TSAPI service Administer physical stations Administer system parameters Administer feature access codes The detailed administration of contact center devices, such as trunks, VDNs, skill groups, and logical agents are assumed to be in place and are not covered in these Application Notes. For the compliance testing, a VDN with extension 22997, and two logical agents with extensions and were created. A trunk group 83 with 5 members were also created to carry the incoming 911 calls Verify Avaya Communication Manager License Log into the System Access Terminal (SAT) to verify that the Avaya Communication Manager license has proper permissions for features illustrated in these Application Notes. Use the display system-parameters customer-options command to verify that the Computer Telephony Adjunct Links customer option is set to y on Page 3. If this option is not set to y, then contact the Avaya sales team or business partner for a proper license file. display system-parameters customer-options Page 3 of 11 OPTIONAL FEATURES Abbreviated Dialing Enhanced List? y Audible Message Waiting? y Access Security Gateway (ASG)? n Authorization Codes? y Analog Trunk Incoming Call ID? y Backup Cluster Automatic Takeover? n A/D Grp/Sys List Dialing Start at 01? y CAS Branch? n Answer Supervision by Call Classifier? y CAS Main? n ARS? y Change COR by FAC? n ARS/AAR Partitioning? y Computer Telephony Adjunct Links? y ARS/AAR Dialing without FAC? y Cvg Of Calls Redirected Off-net? y ASAI Link Core Capabilities? y DCS (Basic)? y ASAI Link Plus Capabilities? y DCS Call Coverage? Y 4 of 41

5 Navigate to Page 6, and verify that the Expert Agent Selection (EAS) and Vectoring (Basic) customer options are set to y. display system-parameters customer-options Page 6 of 11 CALL CENTER OPTIONAL FEATURES Call Center Release: 3.0 ACD? y BCMS (Basic)? y BCMS/VuStats Service Level? y BSR Local Treatment for IP & ISDN? n Business Advocate? n Call Work Codes? y DTMF Feedback Signals For VRU? n Dynamic Advocate? n Expert Agent Selection (EAS)? y Reason Codes? y Service Level Maximizer? n Service Observing (Basic)? y Service Observing (Remote/By FAC)? y Service Observing (VDNs)? y Timed ACW? y Vectoring (Basic)? y Vectoring (Prompting)? y Vectoring (G3V4 Enhanced)? Y Navigate to Page 10, and verify that there are sufficient IP_API_A licenses. One such license will be required for each 911 call answering agent. display system-parameters customer-options Page 10 of 11 MAXIMUM IP REGISTRATIONS BY PRODUCT ID Product ID Rel. Limit Used IP_API_A : IP_API_B : IP_API_C : IP_Agent : IP_IR_A : 0 0 IP_Phone : IP_ROMax : IP_Soft : IP_eCons : Administer IP Node Name for C-LAN Enter the change node-names ip command, and add an entry for the C-LAN that will be used for connectivity to the AES server. In this case, clan-1b09 and are entered as Name and IP Address. The actual node name and IP address may vary. Submit these changes. change node-names ip IP NODE NAMES Name IP Address clanp2-1a clanp27-2a clanp7-3a default clan-1b of 41

6 3.3. Administer IP Interface for C-LAN Add the C-LAN to the system configuration using the add ip-interface 1b09 command. Note that the actual slot number may vary. In this case, 1b09 is used as the slot number. Enter the C-LAN node name assigned from Section 3.2 into the Node Name field. The IP Address field will be populated automatically. Enter proper values for the Subnet Mask and Gateway Address fields. In this case, and are used to correspond to the network configuration in these Application Notes. Set the Enable Ethernet Port field to y, and use a separate Network Region for the C-LAN dedicated for AES connectivity. Default values may be used in the remaining fields. Submit these changes. add ip-interface 1b09 IP INTERFACES Type: C-LAN Slot: 01B09 Code/Suffix: TN799 D Node Name: clan-1b09 IP Address: Subnet Mask: Link: Gateway Address: Enable Ethernet Port? y Allow H.323 Endpoints? y Network Region: 2 Allow H.248 Gateways? y VLAN: n Gatekeeper Priority: 5 Target socket load and Warning level: 400 Receive Buffer TCP Window Size: 8320 ETHERNET OPTIONS Auto? y 6 of 41

7 3.4. Administer Data Module for C-LAN Add a new data module using the add data-module n command, where n is an available extension. Enter the following values: Name: A descriptive name. Type: ethernet Port: Same slot number from Section 3.3, suffixed with port 17. Link: An available link number. add data-module 2001 Data Extension: 2001 Type: ethernet Port: 01B0917 Link: 11 DATA MODULE Name: CLAN 1B09 Data Module Network uses 1's for Broadcast Addresses? Y 3.5. Administer IP Services for AES Transport Link Administer the transport link to the AES server with the change ip-services command. Add an entry with the following values for fields on Page 1: Service Type: AESVCS Enabled: y Local Node: C-LAN node name from Section 3.2. Local Port: Retain the default value of change ip-services Page 1 of 3 IP SERVICES Service Enabled Local Local Remote Remote Type Node Port Node Port SAT y clanp27-2a any 0 SAT y clan-1b any 0 AESVCS y clan-1b AESVCS y clan-1b of 41

8 Proceed to Page 3, and enter the following values: AE Services Server: Name obtained from the AES server, in this case AES-DevCon2. Password: Same password to be administered on the AES server. Enabled: y Note that the name and password entered for the AE Services Server and Password fields are case sensitive, and must match the name and password on the AES server. The administered name for the AES server is created as part of the AES installation, and can be obtained from the AES server by typing uname n at the Linux command prompt. The same password entered in the screen below will need to be set on the AES server, as described in Section 4.3. change ip-services Page 3 of 3 AE Services Administration Server ID AE Services Password Enabled Status Server 1: devconaes01 * y in use 2: AES-DevCon2 * y 3: 3.6. Administer CTI Link for TSAPI Service Add a CTI link using the add cti-link n command, where n is an available CTI link number. Enter an available extension number in the Extension field. Note that the CTI link number and extension number may vary. Enter ADJ-IP in the Type field, and a descriptive name in the Name field. Default values may be used in the remaining fields. Submit these changes. add cti-link 4 Page 1 of 2 CTI LINK CTI Link: 4 Extension: 2204 Type: ADJ-IP COR: 1 Name: Sentinel TSAPI Link 8 of 41

9 3.7. Administer Physical Stations Add a physical station for each 911 call answering agent using the add station n command, where n is an available extension number. Enter the following values for the specified fields, and retain the default values for the remaining fields. Type: A valid digital station type. In this case, 6416D+ is used. Port: An available port on the Digital Line circuit pack. Name: A descriptive name. Security Code: Must use the same value from the Extension field, in this case IP SoftPhone: y Note that enablement of IP SoftPhone allows the physical station to be controlled by a softphone application such as Sentinel add station Page 1 of 5 STATION Extension: Lock Messages? n BCC: 0 Type: 6416D+ Security Code: TN: 1 Port: 02C0706 Coverage Path 1: COR: 1 Name: Sentinel station Coverage Path 2: COS: 1 Hunt-to Station: STATION OPTIONS Loss Group: 2 Personalized Ringing Pattern: 1 Data Option: none Message Lamp Ext: Speakerphone: 2-way Mute Button Enabled? y Display Language: english Expansion Module? n Media Complex Ext: IP SoftPhone? Y Proceed to Page 2, and set the Multimedia Mode to enhanced. This configuration is needed to enable Sentinel clients to obtain the phone display information. add station Page 2 of 5 STATION FEATURE OPTIONS LWC Reception: spe Auto Select Any Idle Appearance? n LWC Activation? y Coverage Msg Retrieval? y LWC Log External Calls? n Auto Answer: none CDR Privacy? n Data Restriction? n Redirect Notification? y Idle Appearance Preference? n Per Button Ring Control? n Bridged Idle Line Preference? n Bridged Call Alerting? n Restrict Last Appearance? y Active Station Ringing: single Conf/Trans on Primary Appearance? n H.320 Conversion? n Per Station CPN - Send Calling Number? Service Link Mode: as-needed Multimedia Mode: enhanced Audible Message Waiting? n MWI Served User Type: Display Client Redirection? n AUDIX Name: Select Last Used Appearance? n 9 of 41

10 On either Page 3 or Page 4, assign the following features to any available buttons: call-park, call-pkup, flash, and headset. Note that each station has to have these four feature buttons. The Sentinel clients will pick up the correct location of the feature buttons from Avaya AES using the Device and Media Control API. add station Page 3 of 5 STATION SITE DATA Room: Headset? n Jack: Speaker? n Cable: Mounting: d Floor: Cord Length: 0 Building: Set Color: ABBREVIATED DIALING List1: List2: List3: BUTTON ASSIGNMENTS 1: call-appr 5: call-park 2: call-appr 6: call-pkup 3: call-appr 7: flash 4: 8: headset Repeat the add station n command to add the desired number of stations. For the compliance testing, two stations were administered as shown below. list station count 2 STATIONS Ext/ Port/ Name/ Room/ Cv1/ COR/ Cable/ Type Hunt-to Surv GK NN Move Data Ext Cv2 COS Jack C0706 Sentinel station D+ no C0709 Sentinel station D+ no 1 10 of 41

11 3.8. Administer System Parameters Enter the change system-parameters features command. Navigate to Page 4, and set the Temporary Bridged Appearance on Call Pickup to n. change system-parameters features Page 4 of 17 FEATURE-RELATED SYSTEM PARAMETERS Reserved Slots for Attendant Priority Queue: 5 Time before Off-hook Alert: 10 Emergency Access Redirection Extension: Number of Emergency Calls Allowed in Attendant Queue: 5 Call Pickup on Intercom Calls? y Temporary Bridged Appearance on Call Pickup? n Extended Group Call Pickup: none Call Pickup Alerting? n Directed Call Pickup? n Proceed to Page 6, and set Auto Hold to y. display system-parameters features Page 6 of 17 FEATURE-RELATED SYSTEM PARAMETERS Public Network Trunks on Conference Call: 5 Auto Start? n Conference Parties with Public Network Trunks: 6 Auto Hold? y Conference Parties without Public Network Trunks: 6 Attendant Tone? y Night Service Disconnect Timer (seconds): 180 Bridging Tone? y Short Interdigit Timer (seconds): 3 Conference Tone? n Unanswered DID Call Timer (seconds): 60 Intrusion Tone? n Line Intercept Tone Timer (seconds): 30 Mode Code Interface? y Long Hold Recall Timer (seconds): 0 Reset Shift Timer (seconds): 0 Station Call Transfer Recall Timer (seconds): 0 DID Busy Treatment: tone 3.9. Administer Feature Access Codes Enter the change feature-access-codes command. Set the Call Park Access Code to *10. Note that Sentinel requires this exact value to be used as the access code for parking a call. Administer a proper value for Answer Back Access Code and make a note of the value, as this will be needed in Section 5.2 to administer the Sentinel server. change feature-access-codes Page 1 of 8 FEATURE ACCESS CODE (FAC) Abbreviated Dialing List1 Access Code: *70 Abbreviated Dialing List2 Access Code: Abbreviated Dialing List3 Access Code: Abbreviated Dial - Prgm Group List Access Code: Announcement Access Code: Answer Back Access Code: *31 Auto Alternate Routing (AAR) Access Code: 8 Auto Route Selection (ARS) - Access Code 1: 9 Access Code 2: Automatic Callback Activation: Deactivation: Call Forwarding Activation Busy/DA: All: #444 Deactivation: #445 Call Park Access Code: *10 11 of 41

12 4. Configure Avaya Application Enablement Services This section provides the procedures for configuring Avaya Application Enablement Services. The procedures include the following areas: Verify Avaya Application Enablement Services License Administer local IP Administer switch connection Administer TSAPI link Administer security database Obtain Tlink name Administer Sentinel users Administer device groups Restart TSAPI service 4.1. Verify Avaya Application Enablement Services License Access the AES OAM web based interface by using the URL in an Internet browser window, where ip-address is the IP address of the AES server. The Login screen is displayed as shown below. Note that the AES OAM includes two separate administrative accounts, one to access CTI OAM Admin and a separate one to access User Management. Log in using the CTI OAM Admin user name and password. 12 of 41

13 The Welcome To OAM screen is displayed, as shown below. Select CTI OAM Admin from the left pane. The Welcome to CTI OAM Screens is displayed. Verify that AES is licensed for the TSAPI service, as shown in the bottom of the screen below. If the TSAPI service is not licensed, contact the Avaya sales team or business partner for a proper license file. 13 of 41

14 4.2. Administer Local IP Select Administration > Local IP from the left pane. The Local IP screen is displayed into the right pane, as shown below. In the Client Connectivity field, select the AES server IP address that will be used to interface to Sentinel server and Sentinel clients. In the Switch Connectivity field, select the AES server IP address that will be used to connect to Avaya Communication Manager. Click on Apply Changes Administer Switch Connection Select Administration > Switch Connections from the left pane. The Switch Connections screen is displayed, as shown below. Enter a descriptive name for the switch connection and click on Add Connection. In this case, devcon27s8700 is used. Note that the actual switch connection name may vary. 14 of 41

15 Next, the Set Password devcon27s8700 screen is displayed. Enter the following values for the specified fields: Switch Connection Type: CTI/Call Information Switch Password: Same password from Section 3.5. Confirm Switch Password: Re-enter the same password from Section 3.5. SSL: Retain the check. Had the switch been an Avaya DEFINITY Server G3csi, the SSL would need to be unchecked. Click on Apply. The Switch Connections screen is displayed next, as shown below. Select the newly added switch connection name from the listing, and click on Edit CLAN IPs. 15 of 41

16 The Edit CLAN IPs devcon27s8700 screen is displayed next. Enter the host name or IP address of the C-LAN used for AES connectivity from Section 3.2. In this case, is used. Click on Add Name or IP Administer TSAPI Link To administer a TSAPI link, select Administration > CTI Link Admin > TSAPI Links from the left pane. The TSAPI Links screen is displayed, as shown below. Click on Add Link. 16 of 41

17 The Add / Edit TSAPI Links screen is displayed next. The Link field is only local to the AES server, and may be set to any available number. For Switch Connection, select the name of the switch connection from Section 4.3. For Switch CTI Link Number, select the CTI link number from Section 3.6. Click on Apply Changes. The Apply Changes to Link screen is displayed. Click on Apply. 17 of 41

18 4.5. Administer Security Database Enable the security database on AES, as this functionality is utilized by Sentinel. Select Administration > TSAPI Configuration to display the TS Configuration screen shown below. Click on Enable SDB, followed by Apply Changes. All devices that are monitored and controlled by Sentinel need to be configured in the AES security database. Select Administration > Security Database -> Devices, and add each device by entering the device extension and clicking on Add Device. A sample listing of the configured devices used for the compliance testing is shown below. Note that the total number of devices may vary, as this depends on the number of extensions to be monitored and controlled. The following is a description of the device types that are monitored by Sentinel: PHONE: Station extensions. VDN: Vector Directory Number extensions. AGENT ID: Logical agent extensions. 18 of 41

19 The Add / Edit Device screen is used to enter the associated field values for each device, as shown below Obtain Tlink Name Select Administration > Security Database > Tlinks from the left pane. The Tlinks screen shows a listing of the Tlink names. A new Tlink name is automatically generated by the AES server, upon creation of a new switch connection. Locate the Tlink Name associated with the newly created switch connection, which would utilize the name of the switch connection as part of the Tlink name. Make a note of the associated Tlink name, to be used later for configuring the Sentinel server. In this case, the associated Tlink name is AVAYA#DEVCON27S8700#CSTA#AES- DEVCON2. Note the use of the switch connection name devcon27s8700 from Section 4.3 as part of the Tlink name. 19 of 41

20 4.7. Administer Sentinel Users Administer a user account for the Sentinel servers and a user account for each Sentinel client/agent. Follow the login procedures in Section 4.1, and log in with the User Management user name and password. The Welcome to the User Management home page screen is displayed, as shown below. Select User Management > Add User from the left pane. In the Add User screen shown below, enter descriptive values for the User Id, Common Name, Surname, User Password, and Confirm Password fields to create a user account for the Sentinel server. Retain the default value of None for Avaya Role, and select Yes from the CT User drop down list. Click on Apply at the bottom of the screen (not shown below). Repeat this procedure to create a user account for each Sentinel client/agent, using the physical station extension and security code from Section 3.7 as User Id and User Password. 20 of 41

21 Follow the login procedures in Section 4.1, and log in with the CTI OAM Admin user name and password. Select Administration > Security Database > CTI Users > List All Users to get a listing of all CTI users, as shown below Administer Device Groups Administer a device group to be used by Sentinel, to control user access of devices. Select Administration > Security Database > Device Groups from the left pane. In the Device Groups screen shown below, enter a descriptive value, and click on Add Device Group. For the compliance testing, a device group of Sentinel-devices was created. Click on Edit Device Group. 21 of 41

22 The Add / Edit Device Group screen is displayed, as shown below. Select all devices that were created in Section 4.5, and click on Apply Changes. The Apply Changes to CTI User Properties screen is displayed next. Click on Apply to confirm the changes. 22 of 41

23 Select Administration > Security Database > CTI Users > List All Users to view the listing of all CTI users again, as shown below. Select the user ID created for the Sentinel server, and click on Edit. In this case, sentinel. The Edit CTI User screen is displayed, as shown below. Select the newly created device group for the Call Origination and Termination, Device / Device, Call / Device, and Allow Routing on Listed Device fields. Click on Call / Call, followed by Apply Changes. Repeat this procedure for all CTI users listed in the CTI Users screen above. 23 of 41

24 4.9. Restart TSAPI Service Select Maintenance > Service Controller. The Service Controller screen shows a listing of the services and associated status. Check the TSAPI Service, and click on Restart Service. The following Restart Service screen is displayed. Click on Restart to confirm the restart. 24 of 41

25 5. Configure PlantCML Sentinel Server This section provides the procedures for configuring the PlantCML Sentinel active server. The procedures include the following areas: Launch Sentinel server configurator Administer global settings Restart CallP Manager Administer Sentinel clients Administer trunks Note that the server configuration is performed on the active server, in this case The backup server will automatically synch up with the primary server Launch Sentinel Server Configurator Access the Sentinel server web based interface by using the URL Configurator in an Internet browser window, where ip-address is the IP address of the Sentinel active server. The screen below is displayed. Log in with proper administrative credentials. 25 of 41

26 5.2. Administer Global Settings The screen below is displayed next. Click on Resources Configuration. The Global Settings Details screen is displayed. For the IP Address field, enter the client facing IP address of the Avaya AES server, in this case from Section 4.2. For the User and Password fields under CTI (TSAPI), enter the user ID and password created for the Sentinel servers from Section 4.7. For the TLink field, enter the Tlink name noted in Section 4.6. For the CLAN IP Address field, enter the CLAN IP address from Section 3.3. Maintain the default values in all remaining fields (including the CMAPI user name and password, which is not used by Avaya AES). Click on Save at the top of the screen. 26 of 41

27 Select Feature Access Codes in the left pane. Enter the corresponding feature access code for Answer Back Access Code from Section 3.9, in this case *31. This access code is used to unpark a call Restart CallP Manager From the Sentinel active server, restart the CallP Manager by selecting Start > Control Panel > Administrative Tools > Services. Right click on PlantCML CallP Manager, and select Restart from the drop down list. After restarting the CallP Manager, the Sentinel application will establish connectivity to Avaya AES and start querying on device information administered in the AES security database. 27 of 41

28 5.4. Administer Sentinel Clients Use the procedures in Sections 5.1 to bring up an Internet browser window to log back into the Sentinel server. Select Resources Configuration as in Section 5.2 to display the Global Settings Details screen. Select Phones from the Global Settings Details screen. The Phone Configuration screen is displayed, and contains a listing of the PHONES device type obtained from Avaya AES. For each phone entry below, select Sentinel from the Type drop down list. This will allow the phone to be used as a Sentinel client. Enter a more descriptive name into the Label field if desired, as shown in the first phone entry below. Note that the second phone entry in the screen below is showing the default values. Click the corresponding Save button after making changes for each phone entry. 28 of 41

29 5.5. Administer Trunks Select Lines from the left pane to administer information for the trunks on Avaya Communication Manager used for carrying the incoming 911 calls. An entry needs to be entered for each trunk used on Avaya Communication Manager. For the compliance testing, a trunk group number of 83 with 5 group members were created on Avaya Communication Manager for carrying the incoming 911 calls. Therefore five such entries would need to be created. Create each entry with the following values: Trunk Group: Trunk group number for 911 calls, in this case 83. Trunk Member: A sequential number starting with 1. Label: A descriptive name, in this case Trunk1. ALI Group: Select the appropriate ALI group, in this case ALI Group 1. Line Type: Select 911 Trunk from the drop down list. Group: Select TRUNK from the drop down list. Note that the ALI Group selection may vary. In the compliance testing, an internal database was used to obtain the ALI information, which corresponded to ALI Group 1. The setting of 911 Trunks in the Line Type field enables the Sentinel server to identify the call priority and to provide any desired call treatment, such as sending special audio alerts to the answering agents. Click the corresponding Save button to the right of each entry to submit the entry (not shown below). The screen below shows the 5 trunks that were created for the compliance testing. 29 of 41

30 6. Configure PlantCML Sentinel Clients This section provides the procedures for configuring the PlantCML Sentinel clients. The procedures include the following areas: Administer physical extension Log into logical extension Administer user configuration file 6.1. Administer Physical Extension From each Sentinel client PC, select Start > Control Panel to bring up the Control Panel screen. Double click on the Sentinel (Avaya) icon, which was created as part of the PlantCML Sentinel installation. The Sentinel (Avaya) Configuration screen is displayed. Enter the extension associated with the agent s physical telephone from Section 3.7, and click on Network Settings. 30 of 41

31 The Network Settings dialog box appears as shown below. Click on OK to proceed. The Network Settings screen is displayed next. Click on the network adapter that appears on the screen followed by Add. Select Multicast discovery, and click OK. 31 of 41

32 6.2. Log Into Logical Extension From the agent desktop, double click the Sentinel icon shown below. This icon is created as part of the PlantCML Sentinel installation. The Sentinel Login screen is displayed. Enter a logical agent extension and associated password administered on Avaya Communication Manager from Section 3. Click OK. 32 of 41

33 6.3. Administer User Configuration File Upon initial log in, the User Configuration screen below will be displayed. The User name field is automatically populated with the agent s physical telephone extension from Section 6.1. Click on Browse to proceed to select a configuration file. The Open screen below is displayed and filled in with the Ini directory and PatriotDefault file. Click Open. 33 of 41

34 The User Configuration screen is displayed again and updated with the selected PatriotDefault file. Click OK. The Sentinel (Avaya) Station screen is displayed below. From this point on, the agent can customize his/her desktop using options under Console > Preferences > Desktop. Refer to the Sentinel documentation in Section 11 for how to customize the graphical user interface, such as creating icons for call related actions, and specifying the fonts for the icons. 34 of 41

35 7. Interoperability Compliance Testing The interoperability compliance test included feature and serviceability testing. The feature testing focused on verifying the following on Sentinel: utilization of TSAPI event reports to populate answering agent desktops with ANI and ALI information, utilization of TSAPI call controls to support agent call related actions via the desktop, and utilization of Device and Media Control API to support single button activation of switch features via the desktop. The serviceability testing focused on verifying the ability of Sentinel to recover from adverse conditions, such as busying out the CTI link and disconnecting the Ethernet cable for the CTI link from the Sentinel server and from the Sentinel clients General Test Approach The feature test cases were performed both automatically and manually. Upon start of the Sentinel application, the application automatically queries Avaya Communication Manager for VDN/agent status and requests monitoring. For the manual part of the testing, incoming 911 calls were made to the monitored VDNs to enable event reports to be sent to Sentinel. Manual call controls from both the agent desktop and the agent telephones were exercised to verify event reports associated with remaining features such as conferencing and transferring of calls. The serviceability test cases were performed manually by busying out and releasing the CTI link, and by disconnecting and reconnecting the LAN cables to the Sentinel server and to the Sentinel clients. The verification of all tests included checking of proper states at the telephone sets, monitoring of the TSAPI trace from Sentinel server and Sentinel clients, and monitoring of the Device and Media Control API messages using a network analyzer Test Results All feature test cases were executed and passed. An observation was made from the serviceability testing. When the LAN cable for the agent desktop is disconnected and then reconnected, the Sentinel client does not re-establish the connectivity to Avaya AES until after the 3 minutes session timer has expired. The impact is that the agent could wait up to 3 minutes before being able to log back in. 35 of 41

36 8. Verification Steps This section provides the tests that can be performed to verify proper configuration of Avaya Communication Manager, Avaya Application Enablement Services, and PlantCML Sentinel server and Sentinel clients Verify Avaya Communication Manager On Avaya Communication Manager, verify the status of the administered CTI link by using the status aesvcs cti-link command. Verify that the Service State is established for the CTI link number administered in Section 3.6, as shown below. status aesvcs cti-link AE SERVICES CTI LINK STATUS CTI Version Mnt AE Services Service Msgs Msgs Link Busy Server State Sent Rcvd 1 no down no AES-DevCon2 restarted no AES-DevCon2 established Verify the status of the agent softphone registration by using the list registered-ip-stations command. Verify that the agent softphones are registered as shown in the screen below, along with the Avaya AES switch facing IP address as the Station IP Address. Note that the PlantCML Sentinel application uses the Device and Media Control API via Avaya AES to register the agent/client softphone. list registered-ip-stations REGISTERED IP STATIONS Station Set Product Prod Station Net Orig Gatekeeper TCP Ext Type ID Rel IP Address Rgn Port IP Address Skt D+ IP_API_A S y D+ IP_API_A S y 36 of 41

37 8.2. Verify Avaya Application Enablement Services On Avaya AES, verify the status of the switch connection by selecting Status and Control > Switch Conn Summary from the left pane. Verify that the Conn State is Talking for the switch connection administered in Section 4.3, as shown below. Verify the status of the TSAPI link by selecting Status and Control > Services Summary from the left pane. Click on TSAPI Service, followed by Details (not shown below). The TSAPI Link Details screen is displayed. Verify the Conn Status is Talking for the TSAPI link administered in Section 4.4, as shown below. 37 of 41

38 8.3. Verify PlantCML Sentinel Server and Sentinel Client Make an incoming 911 call, and verify the available agent is alerted by a visual flashing display on the desktop and a siren sound on the headset. Click on the Answer icon or the display. 38 of 41

39 Verify the agent is connected to the caller with two-way talk paths, and that the agent screen is populated with the caller ANI and ALI information, as shown below. 39 of 41

40 9. Support Technical support on PlantCML Sentinel can be obtained through the following: Temecula: (800) Gatineau: (800) Conclusion These Application Notes describe the configuration steps required for PlantCML Sentinel to successfully interoperate with Avaya Communication Manager using Avaya Application Enablement Services All feature test cases completed successfully. An observation was made from the serviceability testing. When the LAN cable for the agent desktop is disconnected and then reconnected, the Sentinel client does not re-establish the connectivity to Avaya AES until after the 3 minutes session timer has expired. The impact is that the agent could wait up to 3 minutes before being able to log back in. 11. Additional References This section references the product documentation relevant to these Application Notes. Administrator Guide for Avaya Communication Manager, Document , Issue 2, February 2006, available at Avaya Application Enablement Services 3.0 Administration and Maintenance Guide, Document ID , Issue 1, June 2005, available at Sentinel Installation and Configuration Guidelines, Version 1.4, August 2006, available from the Sentinel 1.0 Installation CD. Sentinel Server On-Line Help, available from the Sentinel 1.0 software. 40 of 41

41 Avaya and the Avaya Logo are trademarks of Avaya Inc. All trademarks identified by and are registered trademarks or trademarks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners. The information provided in these Application Notes is subject to change without notice. The configurations, technical data, and recommendations provided in these Application Notes are believed to be accurate and dependable, but are presented without express or implied warranty. Users are responsible for their application of any products specified in these Application Notes. Please any questions or comments pertaining to these Application Notes along with the full title name and filename, located in the lower right corner, directly to the Avaya DeveloperConnection Program at 41 of 41